Administrator (Support & Operations)
Logistik, försäljning och verksamhet · HR och administration · Kontorsadministration · Administrativt stöd
I korthet
This role involves independently resolving tickets, providing on-call support, and performing root cause analysis to ensure high customer satisfaction. Key responsibilities include adhering to quality standards, managing escalations, and contributing to value-adding activities like knowledge base updates and training.
Ansvarsområden
- Adhere to quality standards, regulatory requirements, and company policies.
- Provide support for on-call escalations and perform root cause analysis of issues.
- Engage in value-adding activities such as knowledge base updates and management, training freshers, and coaching analysts.
- Independently resolve tickets within agreed Service Level Agreements (SLAs) for ticket volume and time.
- Ensure positive customer experience and high Customer Satisfaction (CSAT) through First Call Resolution and minimizing rejected/reopened cases.
Krav
- Ability to independently resolve tickets.
- Capability to provide on-call support.
- Proficiency in root cause analysis.
- Adherence to quality standards, regulatory requirements, and company policies.
- Experience with Service Level Agreements (SLAs).
- Focus on Customer Satisfaction (CSAT) and First Call Resolution.
Önskade kvalifikationer
- Experience in updating and managing a knowledge base.
- Experience in training freshers.
- Experience in coaching analysts.
Förmåner
- Supercharge your potential.
- Find your career.
- Find your spark.
- Work at a place that puts people first.
#support#operations#administration
Företag
HCLTech
Publicerade jobb
för 2 veckor sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Mellannivå
Platser
Madurai, India
Sökande
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